<strong>Job Summary<br><br></strong>We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.<br><br>Duties & Responsibilities<br><br><ul><li>Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution</li><li>Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy</li><li>Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program</li><li>Promote and guide customers in the use of digital self-service tools</li><li>Process reservations, including new bookings, modifications, cancellations, and applicable fee collection</li><li>Support travel agency reservations and general inquiries</li><li>Achieve established performance targets for call quality, efficiency, availability, and schedule adherence</li><li>Apply resourcefulness, empathy and fairness in resolving customer concerns</li><li>Support additional team and departmental duties as required<br><br></li></ul>Behavioural Competencies<br><br><ul><li>Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.</li><li>Teamwork: Working collaboratively with others to achieve organizational goals.</li><li>Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).</li><li>Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.</li><li>Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.</li><li>Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.<br><br></li></ul><strong>Qualifications<br><br></strong><ul><li>Ability to work on a permanent basis in Canada</li><li>Ability to work overnight</li><li>High school diploma or equivalent is required</li><li>Completion of college or other post-secondary programs preferred</li><li>Fully proficient in English with strong verbal communication skills; French bilingualism is preferred</li><li>Must be able to complete the initial mandatory two-week full-time new hire training program </li><li>Demonstrated ability to work independently and manage challenging conversations professionally and confidently</li><li>Dedicated and quiet home workspace conducive to handling customer calls</li><li>Strong problem-solving abilities and a positive, empathetic attitude</li><li>Basic geography knowledge and foundational math skills<br><br></li></ul>Location<br><br>Fully Remote - Work From Home (WFH) (Canada-based)<br><br><strong>Company Description<br><br></strong>Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.<br><br>